Complaints handling policy

What to do if you are unhappy about our service

Our complaints policy

We are committed to providing a high-quality legal service for all our clients and we pride ourselves on our thorough and professional approach to our work.

The following procedure is intended to inform you of the way in which we handle complaints and help you to decide the best approach to take. When something goes wrong, we need you to tell us about it as this will help us to improve our service standards.

Should your query relate to a bill, you must inform us within a month of receiving the bill.

Our Complaints procedure

The person with overall responsibility for managing complaints is our Head of Client Resolution, Richard McDowell.

We ask you to communicate your complaint to us in writing setting out your particular concerns. This helps us to understand your complaint fully and respond to it.

If you want to raise a complaint under this procedure please email Richard.McDowell@napthens.co.uk.

 

What will happen next?

  1. We will send you an acknowledgement of your complaint within 5 working days (i.e. excluding weekends and Bank Holidays) of receiving your complaint enclosing a copy of this procedure. We will also record your complaint in our central register.
  2. We will then investigate your complaint. This may involve, when appropriate and deem necessary, inviting you to a meeting to discuss your concerns.
  3. We will then send you a reply to your complaint within 21 days of receipt. If we are unable to respond to you within that time, we will inform you and explain why.

If, once you have received our response you are still not satisfied you have the opportunity to contact the Legal Ombudsman about your complaint.  The Legal Ombudsman does set certain restrictions on the complaints which can be considered, and any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final response to your complaint and;

  • no more than 6 years from the date of an act/omission; or
  • no more than 3 years from when you should reasonably have known there was a cause for complaint.

We hope that this will not be necessary but the Legal Ombudsman can be contacted on 03005550333 by email at enquiries@legalombudsman.org.uk or by post to PO Box 6806, Wolverhampton WV1 9WJ.